Anggrahini, Ervina Wahyu (2015) Analisis Kualitas Pelayanan Terhadap Kepuasan Konsumen dengan Metode Fuzzy-Servqual dan Potential Gain in Customer Value (PGCV) (Studi Kasus pada Ria Djenaka Shining Batu. Sarjana thesis, Universitas Brawijaya.
Abstract
Ria Djenaka Shining Batu merupakan jenis restoran cafetaria atau café. Café ini menawarkan suasana retro dengan koleksi barang-barang unik dan antik serta terdapat pula view outdoor yang nyaman untuk para konsumen dengan pemandangan gunung panderman. Pada perkembangan zaman saat ini banyak bermunculan bisnis yang serupa, maka Ria Djenaka Shining Batu perlu melakukan evaluasi pelayanan yang dilakukan kepada para konsumen melalui penelitian ini apakah perlu adanya perbaikan dalam pelayanan kepada konsumen. Kualitas pelayanan dapat diukur pada lima dimensi, yaitu bukti keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (empathy), dan bukti fisik (tangibles). Metode yang digunakan untuk mengukur kepuasan konsumen adalah metode Fuzzy Servqual dan Potential Gain In Customer Value (PGCV). Berdasarkan hasil penelitian dengan metode Fuzzy Servqual diperoleh tiga atribut yang menjadi prioritas untuk perbaikan, yaitu X51, X52 dan X53. Ketiga atribut tersebut memiliki nilai indeks PGCV masing-masing sebesar 14,15; 15,25; dan 15,34. Sehingga diperoleh total indeks PGCV sebesar 44,74.
English Abstract
Ria Djenaka Shining Batu is categorized as cafeteria restaurant or café. This café offers retro atmosphere with the unique and antique collections. Outdoor view also makes the customers feel comfortable with a beautiful view of Panderman hill. Now many similar businesses grow, so Ria Djenaka Shining Batu needs to evaluate the customer service though this research whether service improvement will needed or not. Service quality can be measured from five aspects. Such as reliability, responsiveness, assurance, empathy, and tangibles. The methods was used to measure customer satisfaction rate are Fuzzy Servqual and Potential Gain in Customer Value (PGCV). Based on the result by using Fuzzy Servqual was obtained three atribut as the priorities to make service improvement. They are X51, X52 and X53. Those three attributes’ PGCV indexes are 14.15, 15.25 and 15.34. Then, the total PGCV index will be 44,74
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FTP/2015/576/051601001 |
| Uncontrolled Keywords: | Fuzzy Servqual, Kepuasan, Konsumen, Pelayanan, dan PGCV,-Customer, Fuzzy Servqual, PGVC, Satisfaction, and Service |
| Subjects: | 300 Social sciences > 338 Production > 338.1 Agriculture |
| Divisions: | Fakultas Teknologi Pertanian > Teknologi Industri Pertanian |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 12 Feb 2016 10:59 |
| Last Modified: | 30 Nov 2021 04:59 |
| URI: | http://repository.ub.ac.id/id/eprint/150511 |
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